Experience Investigators by 360Connext

SEPTEMBER 29, 2014

The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service.

2014 282

2014 Customer Experience Social Media White Paper 282

Customer Bliss

SEPTEMBER 9, 2014

The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.

2014 197

2014 Leadership Metrics Feedback 197

ijgolding

SEPTEMBER 8, 2014

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. This week I am absolutely thrilled to be able to share an inspiring story with you.

2014 131

2014 Customer Experience Customer Expectations Financial 131

Customers That Stick

SEPTEMBER 18, 2014

Guest Poster: Kristen Gramigna. Kristen Gramigna is Chief Marketing Officer for BluePay , a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing.

2014 133

2014 Loyalty Programs Loyalty White Paper 133

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Experience Matters

SEPTEMBER 15, 2014

We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. If you like the infographic, then here are some other download formats that are made for prinintg: Click here to download the.pdf. Click here to download a 18″ x 24″ poster (.pdf). Click here to download a 18″ x 24″ poster (.png). Also, check out our Employee Engagement Resource Page.

2014 131

2014 Engagement Download Customer Experience 131

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

The following is a Best of 360Connext post. Don’t you love feeling appreciated? Don’t you hate feeling overlooked ? Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Free refreshments on a hot summer day- just because! Surprise with random, small rewards for loyal customers! It doesn’t take that much.

2014 272

2014 Loyalty Banking Social Media 272

Customer Bliss

SEPTEMBER 11, 2014

Customers’ nerves are raw. Nearly every interaction tests them now. Become the company that steps up with kindness, action and empathy. Just like a good friend who’s there when times are tough – choose to be that kind of company. Customers WILL remember. Here are five actions that will bring you dividends in business, goodwill and word-of-mouth. Become Wizards at Alternative Solutions. Creative solutions that help your customers cope and manage will be long remembered.

2014 197

2014 Chief Customer Officer Retail Interaction 197

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action. Does he invest to improve the company’s customer experience on a consistent basis? Does she spend time every month connecting with customers?

2014 167

2014 Customer Focused ROI Customer Centricity 167

Customers That Stick

SEPTEMBER 15, 2014

At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost in the sea of complexity that is modern business.

2014 157

2014 Communication Customer Experience Brands 157

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Experience Matters

SEPTEMBER 8, 2014

Have you been to the CXPA’s Insight Exchange or to one of our local networking events ? They’re great. Because CX professionals are a fantastic bunch of people. If you haven’t been to one of those events, then I highly urge that you do so in the future. CX professionals are a happy group. In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.”

2014 121

2014 Customer Experience Social Media Webinar 121

InMoment XI

SEPTEMBER 17, 2014

Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online. View Article

2014 200

2014 Marketing Presentation Customer Experience 200

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

The following is a Best of 360Connext post. Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours. Convenience, according to Merriam-Webster, is “something (as an appliance, device, or service) conducive to comfort or ease.”.

2014 282

2014 Banking Retail Social Media 282

Customer Bliss

SEPTEMBER 23, 2014

The fact of the matter is that it’s the unusual organization that’s set up to let people think and act collectively on behalf of customers. We’re stuck in our dueling silos making independent decisions; taking isolated actions for the purpose of executing our discipline, achieving good numbers and earning a good review. This is the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along.

2014 188

2014 Roadmap Events Connections 188

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Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings.

2014 132

2014 Seminar 2007 2012 132

Customers That Stick

SEPTEMBER 25, 2014

Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska. False Dichotomy.

2014 133

2014 Banking Customer Experience Sports 133

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

2014 126

2014 ROI Wireless Net Promoter Score 126

InMoment XI

SEPTEMBER 17, 2014

Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online. View Article

2014 200

2014 Marketing Presentation Customer Experience 200

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Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere. I’ve taken advantage of this perk when traveling , most recently in New York City. So I was pleased when the perk was extended to my 360Connext teammate, Ryan.

2014 282

2014 Customer Journey Mapping Customer Journey Travel 282

Customer Bliss

SEPTEMBER 16, 2014

Making the right decisions to tell a story you’re proud of begins with holding up a mirror to yourself and your organization. You need to ask the right questions to review your current decisions and understand the story they reveal about you today. You need to know the important decisions to make for the future. Darwin Smith, CEO of Kimberly-Clark from 1971 through 1991, is considered by many to be one of the top ten CEOs of all time.

2014 174

2014 Financial Books Leadership 174

Heart of the Customer

SEPTEMBER 5, 2014

One impact of being in a new capability is trying to describe it. My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? This is a common topic among my CX friends. How do we explain what we do to others? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?”

2014 118

2014 Call Center Loyalty Consumers 118

Maz Iqbal

SEPTEMBER 8, 2014

Let’s assume that you are a member of the leadership team for your organisation. Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. How would you go about it? What approach would you take?

2014 116

2014 Customer Satisfaction Travel Measurement 116

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Customer Experience

Customers That Stick

SEPTEMBER 22, 2014

…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service. Admitting failure is the first step. Action is the next.

2014 126

2014 2012 Communication Customer Service 126

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need. View Article

2014 200

2014 Customer Experience Professionals Customer Journey Customer Experience 200

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

The following is a Best of 360Connext post. Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter , but if you are not fast enough in your response, they are jumping on to your Facebook page. That new “Like” is actually just a subtle way of asking for help. Still not getting what they want, they seek out email on their phone and request a call. Welcome to Multi-Channel Customer Support.

Multi-Channel 268

Multi-Channel 2014 Social Media User Experience 268

Customer Bliss

SEPTEMBER 2, 2014

Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).

2014 166

2014 Definition Customer Retention Metrics 166

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